Support and response times
Which support you get, and how quickly we answer.
Who helps with what depends on your operating model. We operate the platform in both models; the difference is how much of your application we take on.
Who owns what
| When this happens | Starter | Managed Applications |
|---|---|---|
| The platform has an outage | We fix it | We fix it |
| The portal or API misbehaves | We fix it | We fix it |
| You hit a limit or a guardrail | We explain it and tell you the options | We explain it, and act on it if your scope covers that |
| Your deployment fails | Yours, unless we caused it | Ours, if your scope covers that application |
| Your application needs configuring | Yours | Ours, if your scope covers it |
| A release needs approving | Yours | Yours, unless you have explicitly delegated it |
How urgent is it
| Level | What it means |
|---|---|
| Critical | The platform is broadly down, environments are not properly separated, or a contracted production system is affected. |
| High | Something is badly degraded and the workaround is poor. |
| Standard | An isolated problem, a request, or a question. |
Actual response times, availability targets, and escalation paths are in your contract. Treat this table as a description of the shape, not as a commitment. The numbers that bind us are the ones you signed.
What to send us
The faster we can see what you see, the faster this goes:
- which organization and application it concerns;
- the affected namespace;
- what changed recently, including deployments;
- the exact error or status message;
- whether production is blocked;
- your best guess at the area: deployment, network, storage, billing, or the application itself.
Never send us secret values. If a credential is part of the problem, say so and we will tell you where to put it.